Nakayla Clark
Brandon,FL
Summary
Results-oriented professional in customer service and delivery operations, managing high inquiry volumes while meeting performance standards. Excels in resolving complex issues through effective communication, enhancing customer satisfaction. Optimized delivery routes for increased efficiency and cost-effectiveness. Experienced in CRM software for accurate documentation and comprehensive record-keeping.
Overview
1
1
Certification
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Call Center Services Representative
TTEC
Tampa, FL
05.2024 - 10.2026
- Handled high volume of incoming calls and emails from remote customers, consistently meeting performance metrics for response time and customer satisfaction
- Delivered customer service and support to remote customers, ensuring needs were met and issues resolved quickly
- Resolved billing, account, and service questions with clear professional communication.
- De-escalated difficult calls using empathy and active listening.
- Handled customer calls using established procedures, TTEC service scripts and call handling systems.
- Utilized CRM software to accurately document customer interactions, inquiries, and resolutions, maintaining comprehensive records for future reference
- Provided product recommendations to remote customers based on specific needs and preferences, leading to increased upsell opportunities
Amazon Delivery Driver
Steadfast Delivery Solutions LLC
Tampa, FL
11.2024 - 05.2025
- Delivered packages and goods to customers in a timely and efficient manner
- Completed an average of 200 deliveries per day
- Managed delivery routes to enhance efficiency and reduce fuel consumption, contributing to operational cost-effectiveness
- Utilized GPS navigation systems or maps to determine optimal routes for deliveries
- Ensured the safe handling and transportation of fragile or perishable items
- Maintained accurate delivery records, ensuring timely and precise tracking of deliveries and special instructions
- Collaborated with dispatchers to coordinate daily delivery schedules
- Reported any vehicle maintenance or repair needs promptly to the appropriate department
- Maintained cleanliness and organization of company vehicles at all times
Senior Support Specialist
Randstad
Tampa, FL
01.2024 - 05.2025
- Led a team of XX customer service representatives, providing guidance and support to ensure exceptional customer experiences
- Documented customer interactions and solutions in a ticketing system, enhancing future support efficiency
- Maintained a high level of professionalism and empathy while addressing customer concerns
- Documented all customer interactions and solutions in the ticketing system for future reference
- Created and maintained a knowledge base system to provide quick and accurate responses to frequently asked questions
- Established a comprehensive knowledge base system to streamline information access for customer service agents., enabling quick and accurate responses to frequently asked questions
- Assisted agents in locating resources to deliver effective solutions and responses for customers
Member Service Representative
BroadPath Healthcare Solutions
Tampa, FL
10.2021 - 01.2024
- Responded to customer requests for products, services and information with resourcefulness, skill and advanced use of internal knowledge bases.
- Managed various customer service and administrative requests efficiently.
- Performed data entry for healthcare members’ records, maintaining accuracy to support effective service delivery.
Cashier
Chick-fil-A
Tampa, FL
01.2020 - 06.2021
- Counted cash drawers to ensure accurate cash balances daily to ensure accuracy
- Resolved customer complaints to enhance satisfaction and loyalty
- Processed returns and exchanges to maintain customer relationships
- Managed customer returns and exchanges efficiently
- Counted cash drawers
Customer Service Representative (Call Center)
Concentrix
Tampa, FL
06.2018 - 03.2020
- Answered over 80-100 calls a day to meet fast-paced call center demands.
- Managed diverse customer service, operational, and administrative tasks daily to support overall team objectives.
- Handled a diverse range of customer service, operational and administrative requirements daily.
- Addressed claim inquiries, providing comprehensive information and support to enhance customer satisfaction.
- Processed online orders and managed credit card transactions efficiently.
- Addressed claim inquiries with comprehensive information and support.
Crew Member
McDonalds
Tampa, FL
06.2018 - 06.2019
- Balanced cash drawers to ensure accurate financial reporting daily to ensure accuracy
- Resolved customer complaints to enhance satisfaction and loyalty
- Processed customer returns and exchanges at point of sale to ensure accurate inventory levels.
- Processed returns and exchanges to maintain customer trust and streamline inventory
- Counted cash drawers
Education
High School (Diploma) -
Armwood High School
Seffner, FL 08.2014 - 05.2018
Skills
- Customer service
- Technical support
- Customer issue resolution
- Active listening and sales calculations
- Sales
- Inside sales
- Upselling
- B2B sales
- Client relationship management
- Customer engagement strategies
- Team management
- Team performance management
- Supervising experience
- Staff training
- Merchandising
- POS
- Inventory management
- Planograms
- Billing inquiries resolution
- Billing resolution
- Clear communication
- Communication skills
- Problem-solving techniques
- Attention to detail
- Analysis skills
- Administrative support
- Office organization skills
- Microsoft Outlook
- Microsoft Word
- Microsoft Powerpoint
- Google Docs
- Google Suite
- Multitasking
- Cash handling
- TICKET SYSTEMS
- Zendesk
- Standard operating procedures
- Quality assurance
- IT
- Software troubleshooting
- Retail Sales
- Store Management Experience
- Retail sales
- English
- NIST standards
- Standard operating procedures
- Billing resolution
Personal Information
- Driving License: Yes
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
Driver's License, Food Handler Certification
Timeline
Amazon Delivery Driver
Steadfast Delivery Solutions LLC
11.2024 - 05.2025
Call Center Services Representative
TTEC
05.2024 - 10.2026
Senior Support Specialist
Randstad
01.2024 - 05.2025
Member Service Representative
BroadPath Healthcare Solutions
10.2021 - 01.2024
Cashier
Chick-fil-A
01.2020 - 06.2021
Customer Service Representative (Call Center)
Concentrix
06.2018 - 03.2020
Crew Member
McDonalds
06.2018 - 06.2019
High School (Diploma) -
Armwood High School
08.2014 - 05.2018